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yale lock offline for months

Community Member

The lock has been offline for almost a year with sporadic hour to day long periods where it will just happen to start working, then with no warning will go down again. I have run through all the troubleshooting steps to include factory reset. I get it connected to the connect and it is immediately down. This has been happening on the pixel 6 and 7, my phone and my wife's.


Community Specialist
Community Specialist

Hi breezen,


Thanks for reaching out. I’m sorry to hear that and for the delayed response here. No worries, we’ll check this out — a few questions: what’s the status light of your Nest Connect? How far is your Nest x Yale Lock and Connect from the router? Are the batteries of your lock fresh and standard AA alkaline batteries? Also, what Wi-Fi frequency band do you try to connect to (2.4 GHz or 5 GHz)?


Here are some troubleshooting steps you can try:


  • Take off the battery cover and remove the batteries from your lock. If you received a low battery alert, use a fresh set of standard AA batteries. Don't use rechargeable batteries with your lock.
  • Put the batteries back in after 60 seconds. Wait a few minutes to check if your lock comes back online.
  • Restart the Connect: 
    • Plug Connect into a power outlet. 
    • Hold down Connect’s button until the light pulses blue (about 10 seconds). Then release the button. 
  • Factory reset your Connect. Hold your Connect’s button for much longer than 8 seconds, the light will turn yellow, which means your Connect is preparing to factory reset. Keep holding down the button, when the light flashes yellow then goes off, release the button. 
  • Remove it from the Nest app. Then, add it back. The recommended router settings are the 2.4 GHz Wi-Fi frequency. 
  • Restart your modem or router, unplug it from the power outlet, wait for 1 to 2 minutes. Then, plug it back in.
  • If all else fails, factory reset your lock. Then, re add it to your Nest app.

Let me know how it goes.



Status light is green. Distance between lock and connect is about 6 ft and the wireless access point is about 15 feet further, never have a connection issue with the connect and wifi. Batteries are good and using the 2.4GHz. 

I have power cycled the lock then done a factory reset on it. Have done the same to the connect.

The lock has been connected now for almost 3 days, a record. I was able to get the following info from the settings.

Model Nets x Yale Lock-1.1

Software version: 1.2-7

fw-lock: 2.1.1

fw-voice: 2.1.13

all the data entries : 1.2.9

Community Specialist
Community Specialist

Hey there,


Thanks for the update — please keep monitoring your device and give us a shout if anything comes up. 




Community Specialist
Community Specialist

Hello there,


It looks like we can consider this one complete, so I will be locking this in 24 hours if we won't hear back from you again. Feel free to start a new thread and we'll be happy to help.